Call Center Manager

3 days ago

Dunedin, New Zealand Plexure Group Full time

**Job Title:** Call Center Manager **Company:** Plexure Group **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Experience Required:** 5 years --- **Job Description:** Plexure Group is seeking an experienced and motivated **Call Center Manager** to join our dynamic team in Dunedin.
This part-time position offers an exciting opportunity to lead our call center operations and drive excellence in customer service.
As a Call Center Manager, you will be responsible for overseeing the daily activities of our call center, ensuring the efficient use of resources and adherence to policies and procedures to achieve the highest levels of customer satisfaction.
**Key Responsibilities:** 1.
**Operational Management:** - Oversee daily call center operations, ensuring that service levels, quality metrics, and compliance standards are met consistently.
- Develop and implement efficient call handling procedures to streamline operations and improve response times.
- Monitor key performance indicators (KPIs) and prepare regular reports for senior management on call center performance and trends.
2.
**Team Leadership:** - Recruit, train, and mentor call center staff, fostering a positive and productive work environment.
- Conduct performance evaluations and provide ongoing feedback to team members to promote professional development.
- Encourage teamwork, collaboration, and innovative thinking among staff to enhance overall service delivery.
3.
**Customer Service Excellence:** - Establish customer service protocols and standards to ensure the highest level of satisfaction.
- Address customer escalations and resolve complex issues promptly and effectively.
- Regularly assess customer feedback and implement improvements based on insights obtained.
4.
**Strategic Planning:** - Collaborate with upper management to formulate strategic goals for the call center, aligning them with the overall business objectives of Plexure Group.
- Analyze and assess market and industry trends to keep the call center competitive and relevant.
- Lead initiatives aimed at improving operational efficiency and enhancing customer engagement through technology and process improvements.
5.
**Communication & Negotiation:** - Foster open communication between call center staff and other departments to ensure seamless operations and customer experience.
- Negotiate contracts with vendors and third-party service providers to ensure optimal pricing and service quality.
6.
**Compliance and Reporting:** - Ensure compliance with company policies and legal requirements, including data protection standards and labor laws.
- Maintain accurate records of staff performance, customer interactions, and operational activities for statistical analysis and reporting.
**Requirements:** - **Education & Experience:** - A minimum of 5 years of experience in call center management or a related field.
- A bachelor's degree in business administration, communications, or a related discipline is preferred.
- **Personality Traits:** - Independent and self-motivated, able to take initiative and make decisions autonomously.
- Strong leadership qualities with the ability to inspire and motivate a team.
- **Soft Skills:** - Exceptional communication skills, both verbal and written, with the ability to engage effectively with customers, team members, and stakeholders.
- Strong negotiation skills to manage contracts and resolve conflicts effectively.
- **Technical Skills:** - Proficient in call center software, CRM systems, and Microsoft Office Suite.
- Familiarity with data analysis and reporting tools to monitor performance metrics.
**Benefits:** - Competitive parental leave.
- Provision of company equipment to facilitate your work.
- Vision insurance to support your health and well-being.
**Working Environment:** Join a team that leads the industry through cutting-edge ideas and solutions.
At Plexure Group, we value creativity, collaboration, and innovation.
We strive to create a supportive workplace where every team member can thrive and contribute to our mission.
**Application Deadline:** October 26, 2024 **Equal Opportunity Statement:** Plexure Group is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We celebrate diversity and are dedicated to creating an inclusive environment for all employees.
--- If you possess the required experience and qualities, we invite you to apply for this exciting position at Plexure GroupHow to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.

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